Frequently Asked Questions
Can I order by phone?
Yes, you can contact us by phone and we will be happy to take your order. We would be pleased to advise you on size, materials or any other questions you may have. You can reach us from Monday to Friday between 9 am and 6 pm.
Do I have to create a customer account?
As long as your order has not yet been dispatched, you can cancel it by contacting our customer service.
Yes, your data will be treated confidentially and all data will be transmitted encrypted via the so-called SSL certificate (Secure Socket Layer) and cannot be viewed by others. Your data will not be passed on to third parties without your express consent. You can further manage your cookie settings via Cookies in the footer.
Yes, you have the option to have your order gift wrapped. The items will be gift wrapped in our brown Magic Box and ribbon. The hangtags are removed from the product and the invoice is placed outside the Magic Box. You also have the option of leaving a personal note via the comments field, which we will write down by hand on a card and enclose with your parcel.
How much does shipping cost?
In Germany, standard shipping with DHL costs 5 Euros. Standard shipping is free for orders over 495 Euros. You can find more information on shipping costs and delivery times under Shipping & Returns.
We will cover all costs of the shipment, including import duties and insurance of the goods, as well as any costs for accompanying documents. The return shipment is also free of charge for you.
Yes, you can have your order delivered to one of our stores free of charge or we can check whether the desired products are already in stock at your desired shop. To do so, please contact our customer service. You can always find out whether an item is available in our stores on the product detail page, above the item number, via the "In-Store Availability" field.
Delivery times vary depending on which shipping method you choose. You can check the delivery times of the respective shipping partners here. Standard delivery by DHL or UPS will be delivered within 2-3 working days. Orders made by DHL Express or UPS Express by 14:00 and in stock will be with you the following working day. For express delivery on a Saturday, please contact our customer service. Please note that during busy periods, our shipping partners may experience extended transit times.
Of course, reduced products can be returned within 14 days, as long as the items are unworn and all labels are attached to the item. The return period applies from the date of receiving your order. The amount for the returned goods will be refunded to the originally paid method of payment.
As soon as we have received your goods and registered them in our system, you will receive notification of the receipt of your return. The amount for your returned items will be credited to your bank account, credit card account or your Paypal account within the next seven working days, depending on the payment method originally selected.
Yes, if available, we will gladly exchange your item for another colour or size. If you are not sure if the product you want is available, please contact our customer service.
Yes, you can return your order to one of our stores. However, the refund will be made using the payment method you used to place the online order.
Where is your collection manufactured?
More than 80% of our collection is produced in Italy with our knit specialists. Selected other products are produced in Poland, Germany, Turkey, China and Bulgaria. Learn more about our production here.
For repairs, complaints and comments about one of our products, please contact our customer service. If you have purchased a product through one of our official dealers, you must first contact them.
We are excited to be able to call ourselves a CO2-neutral company. The total amount of CO2 reported is offset through cooperation with special international climate protection projects. The projects have been certified and the issuance and retirement of the certificates are transparently registered.
All orders with standard shipping are shipped with the climate-neutral shipping of DHL GoGreen.
Wherever possible we use certified sustainable paper sources for invoices, invoice sleeves, hangtags and other paper products. For example, our Cashmere Care card is made from 100% grass paper. Compared to virgin pulp, grass fibre production saves around 95% CO2 and 99% water.